Who has never complained about an incompetent or unpleasant customer service? The customer service has become more than ever a key element of a company's success. In an increasingly competitive environment, customers expect flawless service.
93% of consumers make additional purchases from a company that provides them with a positive customer service experience.
More than courtesy, you now need to be available by all means, attentive, and put the customer at the heart of the process. This approach is called: customer-focused.
How can you improve your customer service and use it to boost your sales? We'll explain everything.
1. Implement a customer satisfaction survey
Very often, to get information, you only need to ask for it. Sending a questionnaire for customer satisfaction after each purchase can allow you not only to better understand your customers' needs but also to encourage them to speak up.
Why is this last point crucial? To reduce the number of negative reviews, in particular.
When a customer doesn't feel heard, they tend to share their dissatisfaction on other channels like forums, social media, etc. By proactively asking for feedback about their customer experience, you give them the chance to speak up and feel acknowledged.
Several collection methods can be implemented, including by email or SMS.
You can collect your customers' reviews “hot” feedback, meaning just after purchase, or “cold” feedback, several days or weeks later. They will then have had time to form an opinion about your products or to take a step back about their shopping experience.
It's then up to you to make good use of the information gathered.
2. Hire engaged advisors
This may go without saying, but your advisors are the cornerstone of your entire customer service. They are the ones who interact with your customers. On the front line.
Unengaged staff will work against you. And if you think a chatbot is the alternative, think again.
Although increasingly common, the chatbot is an excellent option for handling common and repetitive questions provided it is designed effectively.
Nevertheless, it goes without saying that for more subtle issues or handling dissatisfaction, There's no substitute for human contactSo be sure to choose your agents carefully and train them properly.
3. Showcase your teams
This advice is the direct consequence of the previous point. To encourage your employees to get involved and this, regardless of their profile, they need to have a good reason to do so.
Recognize the work accomplished is essential to motivate team members to persevere and make effective progress.
To do this, you can, for example, regularly share information with them on the customer satisfaction rate, the company's key milestones, etc. This will allow them to clearly visualize the impact of their actions.
4. Be present on all channels
Today, a single phone number is no longer enough. Customers expect to find you on all communication channels.
An An effective customer service should be accessible via social networks (Messenger, Twitter, and others), available in record time by email or even offer chat-based customer service.
Microsoft in particular conducted a study in this regard that reports that 50% of consumers, including people over 55, prefer to contact customer service online.
Beyond the accessibility it gives you, developing your customer service on social networks is also a powerful form of social proof.
5. Implement FAQs
We mentioned it a little earlier, Customer service needs to be made up of real people.
However, some requests are a pure waste of time for you and your teams. For common questions, setting up an FAQ or a Q&A is an excellent solution.
And if you want to take the service further and bring even more interactivity, using a chatbot is an excellent strategy.
It can thus inform and guide customers easily, even bring traffic back to your website.
6. Personalize the customer experience
Personalization remains at the heart of the customer experience. 80% of consumers are likely to buy from a company that personalizes their services.
First thing to do, ban scripts. Each customer must be treated personally. You should have their names, addresses, recent purchases…
To do this, get yourself a CRM tool (Salesforce, Hubspot, Zendesk… you have the choice). Why? To store information about your customers (email addresses, phone numbers, social media profiles…) and to know their history.
This will help you to personalize your messages and to improve your communication with them. Result: a better experience for the consumer and improved performance for your business.
7. Be responsive
Want to retain your customers? Avoid leaving them without an answer for a long time. According to a survey a study conducted by Aircall:
- 90% of consumers are willing to wait up to 5 minutes on the phone.
- 94% want a reply to their email within 24 hours.
- 49% will leave your site after 1 minute if there is no response on live chat.
When you promise them a response as soon as possible, make sure to keep your word. The customer should not have to follow up on their request.
8. Listen to your customers
To respond to a customer, you must first listen to them. It's the foundation of customer service. Give the consumer time to present and explain their situation. If they want to express their feelings, even negative ones, there's no need to interrupt them.
Once they have finished speaking, summarize what they said to show them that you listened carefully. Then you can offer the best solution.
You should also listen to what is being said about your brand in the digital sphereIn the event of a complaint on social media, on your blog, or on forums, speak up and resolve the problem quickly. This will help you avoid a backlash while increasing the chances of retaining the person.
9. Admit your mistakes
Is one of your products defective? Did you miss the delivery deadline? Don't be in denial, admit your fault. There is no shame in acknowledging your responsibility. It is not a sign of weakness on the company's part, but rather a sign of humanity, honesty and transparency.
Above all, apologize to defuse the crisis! If you can justify your mistake, do so. Why not offer compensation in return? Some free shipping or a discount on a future purchase will please the customer. These gestures increase loyalty and strengthen trust in your brand.
10. Use appropriate vocabulary
If your services are not aimed at experts, avoid using complex vocabulary during your conversations. The transparency is the foundation of the customer relationship, never forget it.
By using complex jargon, the customer does not identify with your brand. Result: they may not complete their purchase or may never return to you.
If you must listen to the customer, they must be able to understand your response. Otherwise, they may perceive the customer service attitude as arrogance.
An quality customer service is one that personalizes its messages, responds quickly to requests and listens to customers. Also, don't hesitate to acknowledge your mistakes and remain courteous in your communication. It's the key to retaining your customers and converting new prospects!
If you cannot manage your customer service in-house, you can outsource this service to a freelance virtual assistant by posting your project on Codeur.com. Estimate the cost of this service using our free estimator.
